Shipping policy
BASIC TERMS & CONDITIONS OF SHIPPING
- Orders placed before 10:00 AM PDT Monday through Friday (excluding holidays) usually ship within 2-3 business days during non-sale periods. Please note that during times of exceptional volume during major sale periods your shipping time may be extended by several days. Rest assured we are trying to get your purchases to you as fast as possible.
- Order cancellation is only available if the order is unfulfilled.
INTERNATIONAL SHIPPING
1. WHERE DOES NOVALED SHIP TO?
NOVALED is pleased to offer international shipping to all countries.
2. WHAT SHIPPING METHODS DOES NOVALED INTERNATIONAL PROVIDE?
Our standard shipping method for domestic(USA) order is UPS-USPS. Our standard shipping method for international orders is DHL. All shipments include UPS-USPS, DHL tracking numbers, and customers will automatically receive their tracking numbers via email once the postage has been created.
3. WILL MY ORDER BE SUBJECT TO CUSTOMS, FEES OR DUTY TAX?
As soon as the items arrive at the destination, sales tax on imports as well as customs duties and handling costs will be determined by the respective customs office. The recipient will then be invoiced by our logistics partner DHL. By submitting your order and paying and/or delivering the required information, you concede to the import regulations of the respective items. Please be aware that import regulations vary from country to country. Please note that customs duties, sales tax on imports and handling costs that were charged to the recipient by DHL by order of the customs office cannot be refunded by NOVALED, even if these items are returned.
4. I'D LIKE TO CHANGE MY SHIPPING ADDRESS, CAN I DO THAT?
If your order is already paid and you wish to change your shipping address, please contact us immediately and include your order number and shipping address for faster processing. Unfortunately we cannot edit your address or modify your order once your order has been packed, so please ensure that you provide the correct shipping information during the checkout. Kindly note that emailing us to change an address does not guarantee address change. Address change is not completed until you receive email confirmation from an agent that has handled your request. It is very important that you provide us with the correct shipping information. We will not be held liable for any failed delivery due to wrong delivery information provided by the customer during the checkout.
5. WHEN WILL MY ORDER SHIP?
International orders are processed and on business days (Monday-Friday, KST) and shipped out excluding federal holidays per countries/regions. Free Standard Shipping can take approximately from two weeks to a month to be delivered. Please feel free to email us , if you have a trouble in tracking the parcel even after 7 business days have passed.
6. MY TRACKING NUMBER HAS NO SHIPPING UPDATES, WHERE IS MY PACKAGE?
It’s totally normal for your tracking to go a few days without an update. Once your package arrives at your local post office, the tracking may not update until it goes out for delivery. Sometimes shipping labels can get scratched during processing and don't register properly, but your package should still be on its way! If more than 10 business days have passed since your package shipped and you still haven't seen any updates, please contact us for assistance. Please be sure to reference your order number with all communications with our customer service team for faster processing.
7. I DID NOT GET A TRACKING NUMBER, HOW CAN I TRACK MY ORDER?
You should receive an automated email with a tracking number once your order has been shipped out from the warehouse. If you did not receive the email, please email us with your order number, and we will check the status for you.